SSA Case Assistance Navigator - Call Center & Field Services

North Texas Food Bank•Dallas, TX

12d

About The Position

The SSA Case Assistance Navigator supports low-income individuals as they navigate and apply for Supplemental Nutrition Assistance Program (SNAP) benefits. The role assists neighbors through a call center and at agency partner locations by explaining eligibility criteria and guiding them through the application process. It also conducts community outreach, helps troubleshoot online applications, tracks cases, and works with North Texas Food Bank staff and community partners to increase participation in SNAP and other Texas benefits programs. The position may include backup driving duties for the SNAP Mobile vehicle, subject to applicable medical, licensing, and safety requirements. The work takes place in an open-plan business office or call center and at partner locations, including frequent outdoor work in non-hazardous weather conditions throughout the year. The role requires travel within the 12-county service area and may require a flexible schedule, including nights, weekends, and holidays as needed. Physical duties include standing, walking, sitting, using hands, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, and occasionally lifting or moving up to 20 pounds.

Requirements

Two years of experience in customer service, social services, or sales roles; call center experience is preferred.
Associate’s degree preferred, or an equivalent combination of education and/or relevant work experience.
Ability to obtain Case Assistance Navigator certification and pass a background check through the Texas Health and Human Services Commission (HHSC).
Strong written, verbal, interpersonal, and customer service skills, including active listening, problem-solving, and empathy.
Ability to engage with diverse individuals and groups to promote services and educate neighbors.
Strong organization and planning skills; ability to manage multiple projects, maintain attention to detail, and meet deadlines in a fast-paced environment.
Ability to work independently and collaboratively within a team.
Adaptability to changes in call volume, scheduling, or workflow, with time management skills to meet targets.
Sound judgment and discretion when handling confidential information.
Proficiency with MS Office Suite, Adobe, virtual meeting platforms, and multiple software systems, and ability to learn new applications quickly.
Minimum typing speed of 60 WPM.
Ability to obtain and maintain a DOT Medical Examiner’s Certificate and meet applicable physical and safety requirements in accordance with FMCSA guidelines when performing assigned SNAP Mobile driving duties.
Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
Reliable transportation, a valid driver’s license, and insurance for travel within the 12-county service area.
Ability to meet the role’s physical demands, including occasionally lifting or moving up to 20 pounds.

Nice To Haves

Associate’s degree.
Call center experience.
Familiarity with client relationship management (CRM) software.
Bilingual or multilingual proficiency, such as Spanish, Vietnamese, Pashto, or other languages relevant to the communities served.

Responsibilities

Guide neighbors through the SNAP benefits application process by explaining eligibility requirements, required documents, and timelines.
Help neighbors complete and submit accurate, process-ready applications; educate them about available benefits and encourage timely enrollment.
Conduct field-based engagement, develop partnerships, and implement tailored outreach campaigns to improve access to services and community well-being.
Provide customer service, answer neighbor questions, and resolve issues efficiently.
Troubleshoot technical issues with online benefits applications and guide neighbors through solutions.
Document neighbor interactions, log calls, track application status, and maintain files for reporting, program monitoring, and grant compliance.
Collaborate with NTFB staff, community partners, and internal and external stakeholders to increase participation in SNAP and other Texas benefits programs.
Conduct follow-up outreach as needed to ensure applications are completed and submitted.
Meet individual and team goals based on NTFB’s strategic plan.
Follow HIPAA policies and procedures when handling, storing, and transmitting sensitive neighbor data.
Research local social services programs and organizations to identify additional resources for neighbors.
May serve as a backup driver for the SNAP Mobile company vehicle to transport food products, equipment, and staff.
When assigned SNAP Mobile driving duties, comply with applicable DOT, FMCSA, and safety regulations; complete Driver Vehicle Inspection Reports (DVIRs) and related documentation in accordance with DOT, FMCSA, OSHA, and company safety regulations.
Perform other tasks and duties as assigned.